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Emotional Labor and Crisis Response, Chapters 1 & 3 (Emotional Labor…
Emotional Labor and Crisis Response, Chapters 1 & 3
Emotional Labor
management of feeling to create a publicly observable facial and bodily display that is necessary for doing the job
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requires workers to suppress, exaggerate or manipulate private feelings to comply with work-related display rules
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Crisis Response
agencies that do the best job are focused on trauma and what victims of trauma experience as well as what workers experience in form of vicarious trauma
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